{"id":90,"date":"2013-11-13T13:43:26","date_gmt":"2013-11-13T13:43:26","guid":{"rendered":"http:\/\/ldsmedicalcentre.com\/?page_id=90"},"modified":"2013-11-14T03:13:51","modified_gmt":"2013-11-14T03:13:51","slug":"patient-charter","status":"publish","type":"page","link":"https:\/\/ldsmedicalcentre.com\/?page_id=90","title":{"rendered":"LDS- Patient Charter"},"content":{"rendered":"<div style=\"border-bottom-style: solid; border-bottom-color: #830150; border-bottom-width: 1pt; padding-top: 0cm; padding-right: 0cm; padding-bottom: 4pt; padding-left: 0cm; background-color: white;\">\n<p class=\"MsoNormal\" style=\"margin-bottom: 7.5pt; line-height: 18pt; background-color: white; padding-top: 0cm; padding-right: 0cm; padding-bottom: 0cm; text-align: left; padding-left: 20px;\" align=\"center\"><b><span style=\"font-size: 14.5pt; font-family: Verdana, sans-serif;\">Patient Charter<\/span><\/b><\/p>\n<\/div>\n<p class=\"MsoNormal\" style=\"padding-left: 20px;\"><span style=\"font-weight: bold;\">Why do we have a Patient Charter, and what is it?<\/span><\/p>\n<p>Life Diagnostic Services aims to provide good quality services for all of our patients. We work to a set of principles which are set out in our patient charter. Our goals are to provide:<\/p>\n<ul style=\"padding-left: 20px;\">\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Efficient, accessible and responsive services at all times<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Standards of excellence in the delivery of all our services<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Continuous improvement in what we do<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Affordable Health Care<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">To be a pillar in our local community delivering care where it is needed most<\/span><\/li>\n<\/ul>\n<p class=\"MsoListParagraphCxSpFirst\" style=\"text-indent: -18pt; padding-left: 20px;\"><!--[if !supportLists]--><\/p>\n<p class=\"MsoNormal\" style=\"padding-left: 20px;\">The Charter sets out the standards of patient service you can expect from us when contacting Life Diagnostic Services by telephone, by letter, by e-mail, through our website, or in person. If you feel that we are falling short of these high standards, please let us know.<\/p>\n<p class=\"Default\" style=\"padding-left: 20px;\"><b><span style=\"font-size: 14px; text-decoration: underline;\">\u00a0<\/span><\/b><\/p>\n<p class=\"Default\" style=\"padding-left: 20px;\"><b><span style=\"font-size: 14px; text-decoration: underline;\">The Charter<\/span><\/b><\/p>\n<p class=\"Default\" style=\"padding-left: 20px;\"><b><i><span style=\"font-size: 14pt; color: #545454;\">Standards of Patient Service you can expect<\/span><\/i><\/b><span style=\"color: #545454;\">\u00a0<\/span><\/p>\n<p class=\"Default\" style=\"padding-left: 20px;\"><i><span style=\"font-size: 11pt; font-family: 'Gill Sans MT', sans-serif;\">At all times, we will:<\/span><\/i><\/p>\n<ul>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\"><span style=\"font-family: 'Gill Sans MT', sans-serif;\">Tr<\/span>eat you fairly and with respect<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Be positive and helpful. Meeting the needs of our patients is our number one priority, and where we cannot help directly, we will refer you, where possible, to other services or organisations.<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Offer a friendly and polite service and be sensitive to your needs.<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Deal with your letters, phone calls and visits to our offices promptly.<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Provide easy-to-understand information and keep you up to date about services we provide.<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Deal with your feedback positively and quickly.<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Keep your details confidential.<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Make sure our staff have the skills they need to do their jobs properly and considerately.<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Inform you if your appointment time is delayed by more than 20 minutes.<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Offer an urgent, same day appointment if required.<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Offer the opportunity to a book an appointment with a clinician of your choice; although you may have to wait longer for this type of appointment.<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Allow access to your health records subject to any limitation in the law and to know that those working in the practice are under a legal duty to keep the contents confidential.<\/span><\/li>\n<\/ul>\n<p class=\"Default\" style=\"padding-left: 20px;\"><b><i><span style=\"font-size: 14pt; color: #545454;\">Customer Service Charter<\/span><\/i><\/b><\/p>\n<p style=\"padding-left: 20px;\">\u00a0<i><span style=\"font-size: 11pt; font-family: 'Gill Sans MT', sans-serif;\">Our staff will:<\/span><\/i><\/p>\n<ul>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Behave professionally and politely<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Dress smartly<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Wear a name badge or tell you who they are<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Show you a form of identification when they visit your home<\/span><\/li>\n<\/ul>\n<p style=\"padding-left: 20px;\">\u00a0<i><span style=\"font-family: 'Gill Sans MT', sans-serif; font-size: 15px;\">Our reception areas will:<\/span><\/i><\/p>\n<ul>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Be accessible and welcoming<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Be tidy, clean and safe<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Have useful information on display<\/span><\/li>\n<\/ul>\n<p style=\"padding-left: 20px;\">\u00a0<i><span style=\"font-family: 'Gill Sans MT', sans-serif; font-size: 15px;\">Our clinical team will:<\/span><\/i><\/p>\n<ul>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Offer you a high standard of clinical care<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Be accessible and welcoming<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Answer questions about your health, illness and treatment<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Offer information to you on steps you can take to promote good health and avoid illness<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Prescribe drugs and medicines when necessary, and explain possible side effects of treatment<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Refer you to a consultant if appropriate<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Offer home visits for those too ill or infirm to at-tend the surgery (please phone the surgery to book visit by 11am where possible).<\/span><\/li>\n<\/ul>\n<p class=\"Default\" style=\"padding-left: 20px;\"><b><i><span style=\"font-size: 14pt;\">What the Staff should reasonably expect from you<\/span><\/i><\/b><\/p>\n<ul>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">\u00a0We ask that you treat all staff with courtesy and respect at all times<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">The clinical team has instructed the reception team to ask certain questions so that they may deal with your request in accordance with the organisation policies<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">If you cannot keep an appointment, please let us know as soon as possible.<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Please arrive on time and if we are running late, please do not blame the reception team<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Please let us know if you change any of your personal details or address<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Accept any invitation for screening issued by the LDS Medical Services.<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Ensure your children are vaccinated and immunised<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">You are ultimately responsible for your own health and that of your family. Please help us to help you.<\/span><\/li>\n<\/ul>\n<p style=\"padding-left: 20px;\">\u00a0<b><i><span style=\"font-size: 14pt;\">Abuse of staff<\/span><\/i><\/b><\/p>\n<p style=\"padding-left: 20px;\"><span style=\"font-family: Verdana;\">\u00a0The Organisation has a zero tolerance policy for the abuse of any of its staff.<\/span><\/p>\n<p class=\"Default\" style=\"padding-left: 20px;\"><b><i><span style=\"font-size: 14pt; color: #545454;\">Complaints, comments and compliments<\/span><\/i><\/b><span style=\"color: #545454;\">\u00a0<\/span><\/p>\n<p class=\"MsoNormal\" style=\"margin-bottom: 0.0001pt; padding-left: 20px;\"><i><span style=\"font-family: 'Gill Sans MT', sans-serif; font-size: 15px;\">We want to hear from you if you have a complaint, or wish to make a comment or compliment.\u00a0<\/span><\/i><\/p>\n<p class=\"MsoNormal\" style=\"margin-bottom: 0.0001pt; padding-left: 20px;\"><i><span style=\"font-family: 'Gill Sans MT', sans-serif; font-size: 15px;\">We will:<\/span><\/i><\/p>\n<ul>\n<li><span style=\"font-family: Verdana; font-size: 12px;\">Welcome all feedback, including complaints, and deal with it positively<\/span><\/li>\n<li><span style=\"font-family: Verdana; font-size: 12px;\">Try to sort complaints out informally and as soon as possible<\/span><\/li>\n<li><span style=\"font-family: Verdana; font-size: 12px;\">Display guidelines on customer-feedback (which include our complaints procedure) in our reception area and on the Practice website<\/span><\/li>\n<li><span style=\"font-family: Verdana; font-size: 12px;\">Tell you, when we get your complaint, if we need to deal with it under separate procedures<\/span><\/li>\n<li><span style=\"font-family: Verdana; font-size: 12px;\">Send all feedback to: Director of Clinical Governance, LDS Medical Centre, Cnr Greenfield St\/L Takawira Avenue, Masvingo<\/span><\/li>\n<\/ul>\n<p class=\"Default\" style=\"padding-left: 20px;\"><b><i><span style=\"font-size: 14pt; color: #545454;\">Data protection<\/span><\/i><\/b><span style=\"color: #545454;\">\u00a0<\/span><\/p>\n<p class=\"MsoNormal\" style=\"margin-bottom: 0.0001pt; padding-left: 20px;\"><span style=\"font-family: Verdana;\">If you request access to your personal medical information we will respond within 40 calendar days. Please put requests in writing for the attention of the Director of Clinical Governance if you would like copies of your records. You may be asked to provide ID to confirm your identity and there will be a charge for both paper and electronic records as set out by the Life Diagnostic Services Board of Directors.\u00a0\u00a0<\/span><\/p>\n<p class=\"Default\" style=\"padding-left: 20px;\"><b><i><span style=\"font-size: 14pt; color: #545454;\">When reviewing or changing the facilities &amp; services we provide<\/span><\/i><\/b><\/p>\n<p class=\"Default\" style=\"padding-left: 20px;\">\u00a0<i><span style=\"font-size: 11pt; font-family: 'Gill Sans MT', sans-serif;\">We will:<\/span><\/i><\/p>\n<ul>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Provide information to our patient community in a variety of ways depending on the circumstance.<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">This may be either be via email, posters, text messages, newsletters and website <a href=\"http:\/\/www.ldsmedicalcentre.com\">www.ldsmedicalcentre.com<\/a>.<\/span><\/li>\n<\/ul>\n<p class=\"Default\" style=\"padding-left: 20px;\"><b><i><span style=\"font-size: 14pt; color: #545454;\">When sending us an email<\/span><\/i><\/b><\/p>\n<p class=\"Default\" style=\"padding-left: 20px;\">\u00a0<i><span style=\"font-size: 11pt; font-family: 'Gill Sans MT', sans-serif;\">We will:<\/span><\/i><\/p>\n<ul>\n<li><span style=\"font-family: Verdana; font-size: 12px;\">Reply within three working days when you e-mail our customer enquiry e-mail address through our web-site (if we cannot give you a full reply within three working days, we will let you know when you can expect a full reply)<\/span><\/li>\n<li><span style=\"font-family: Verdana; font-size: 12px;\">Make sure we use language that is easy to read and understand.<\/span><\/li>\n<li><span style=\"font-family: Verdana; font-size: 12px;\">Let you knowwho is dealing with your enquiry.<\/span><\/li>\n<\/ul>\n<p class=\"Default\" style=\"padding-left: 20px;\"><b><i><span style=\"font-size: 14pt;\">When contacting us by telephone<\/span><\/i><\/b><\/p>\n<p style=\"padding-left: 20px;\">\u00a0<i><span style=\"font-size: 11pt; font-family: 'Gill Sans MT', sans-serif;\">We will:<\/span><\/i><\/p>\n<ul>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Answer the phone politely.\u00a0<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Give you our name when we answer<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Offer to help to take a message if the person you need to speak to is not available or arrange for the person to ring you back<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Return your phone calls within two working days. \u00a0<\/span><\/li>\n<\/ul>\n<p class=\"Default\" style=\"padding-left: 20px;\"><b><i><span style=\"font-size: 14pt;\">When writing to us<\/span><\/i><\/b><\/p>\n<p class=\"Default\" style=\"padding-left: 20px;\"><i><span style=\"font-size: 11pt; font-family: 'Gill Sans MT', sans-serif;\">We will:<\/span><\/i><\/p>\n<ul>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Aim to give you a full response to your letters within 10 working days<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Send an acknowledgment for all letters that we receive within 5 working days<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Let you know when you can expect a full reply if we cannot reply within 10 working days<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Make sure we use language that is easy to read and understand<\/span><\/li>\n<li><span style=\"font-family: Verdana, Geneva, Arial, Helvetica, sans-serif; font-size: 12px;\">Tell you in our letters who is dealing with your enquiry<\/span><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Patient Charter Why do we have a Patient Charter, and what is it? Life Diagnostic Services aims to provide good quality services for all of our patients. We work to a set of principles which are set out in our patient charter. Our goals are to provide: Efficient, accessible and responsive services at all times [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":85,"menu_order":7,"comment_status":"closed","ping_status":"open","template":"","meta":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>LDS- Patient Charter - LDS MEDICAL<\/title>\n<meta name=\"description\" content=\"Our Charter : Life Diagnostic Services aims to provide good quality services for all of our patients.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"http:\/\/ldsmedicalcentre.com\/?page_id=90\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"LDS- Patient Charter - LDS MEDICAL\" \/>\n<meta property=\"og:description\" content=\"Our Charter : Life Diagnostic Services aims to provide good quality services for all of our patients.\" \/>\n<meta property=\"og:url\" content=\"http:\/\/ldsmedicalcentre.com\/?page_id=90\" \/>\n<meta property=\"og:site_name\" content=\"LDS MEDICAL\" \/>\n<meta property=\"article:modified_time\" content=\"2013-11-14T03:13:51+00:00\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"http:\/\/ldsmedicalcentre.com\/?page_id=90\",\"url\":\"http:\/\/ldsmedicalcentre.com\/?page_id=90\",\"name\":\"LDS- Patient Charter - 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